Managed a high performing team of up to 34 technicians across multiple states in transport. Provided a high level of client service while timely resolving critical repair issues. Set goals and objectives, casting the company's vision to obtain best in class results. Identified opportunities to innovate and transform the business through automation, resulting in increased productivity and making it easier for clients to do business.Participated in monthly Executive Ops reviews to determine best practices to improve CSAT and and overall performance while meeting our goals.Took highly escalated calls from customers to drive a quicker resolution and ensure strong communication with the customer until resolution was reached.

Managed up to 43 customer facing technicians performing VOIP repair for enterprise customers.Managed network events impacting 911 and critical services.Created and built processes for managing network events and overall team troubleshooting and repair efforts. Worked closely with customers and technicians to ensure issues were being driven to resolution as timely as possible.

Managed over 23 network technicians overseeing wholesale voice traffic.Worked closely with wholesale customers to ensure best in business performance and customer service.

Performed VOIP troubleshooting and diagnoses on both national and internal wholesale traffic.Worked closely with customers and internal teams to resolve call failures and outages.

Completed translations for Lucent 5ESS and Nortel DMS switches in connect view and Telenet Direct Port Access.